Scores & Reviews
Clients use your scores and reviews to determine who to book. The #1 most important thing typically is how well you retain people (which means how often they request you back).
Your quality scores have several components:
- Retention Score
- Positive Feedback
- Blacklist Rate
Generally speaking, the most important signal is whether Clients are asking for you to come back. Reviews help, but are less important, so most people should avoid asking for reviews (as Clients can complain if you ask too hard for a review and then they don’t ask you to come back). Here are the different parts of the Quality Score:
- Retention Rate: The retention rate is technically 1-((# of recurring Clients who stopped using TIDY over 90 days) + (# of Clients who blacklisted you over 90 days)) / (# of recurring cleanings over 90 days). Clients who schedule one time cleanings do not affect your score unless they blacklist you. In other words, if a Client blacklists you or a recurring Client cancels TIDY, that reduces your rate. Keeping you paired Clients is the only way to improve your rate. The rate is updated weekly. Generally speaking, over 80% retention is pretty good in some areas, other areas it’s closer to 90%.
- Positive Feedback: This is the percentage of time Clients give you a positive rating. Generally speaking, over 80% positive feedback is pretty good, with 90% being a good goal. It’s almost impossible to get a perfect score here, so try to not worry about the occasional bad review.
- Blocked Rate: How often to Clients block you or you block a Client after a cleaning. Typically, less than 5% is a good goal. It does happen occasionally, sometimes because you and the Client are just not a good fit, so don't expect to see a 0% rate if you do lots of cleanings.
Clients will occasionally not be fair in their expectations or ratings. All Pros are affected by this, it should not affect you too much. We recommend just focusing on what is in your control, and doing well for Clients.
Blocking Clients from your app has a small effect on your Quality Score, because from the Clients’ perspectives Pros who frequently block are less likely to be able to serve them on an ongoing basis. Like most elements of the quality score, client's only see your summary data and reviews you share with them, so the occasional issue should not affect things too much. For example, some Pros have blocked high percentages of clients (>10%). This means from a potential new Client’s perspective, if they paired with a Pro like this they are less likely to get them in the future.
We recommend blocking Clients who are a bad fit and focusing on how to keep Clients who are a good fit so they book with you again.
Your Reliability Score also helps determine whether you win bids to get new Clients. The best way to get more Clients is to keep scores high.
The Reliability Score generally tracks:
- How often do you cancel on Clients
- How much notice do you give them
Cancelling on Clients happens, and almost all Pros have to cancel occasionally. However, the best way to improve your reliability score is to cancel as little as possible, and when you do have to cancel, give as much notice as possible.
Cancelling within 3 hours is the most damaging to your reliability score, followed by cancelling within 24 hours, and so on.
The only way to improve your Reliability Score is to show up more often, and give lots of notice.
NOTE: We round to the nearest percent, so the rounded percent results may sum together slightly differently.
Bookability Score rates how your schedule is for Clients looking to book regular, repeat jobs. It has the following components:
This measures how consistent a Client might expect you to be, based on your past 8 weeks of performance. The most consistent Pros maintain the same schedule most of the time, with rare changes (<10% of the time). In other words, if they say they are bookable for a set of times, they are generally bookable during those times. It doesn’t matter whether you have jobs booked for those times or not, it’s just important that you were consistently bookable.
Example 1: If you say you are bookable on a Monday at 8am, how many of the past Monday 8am times have you remained consistently bookable? It doesn’t hurt you if you don’t have jobs in those times, it only matters that you remained bookable.
Example 2: Being bookable 2 days a week is better if they are the same times and days every week vs. selecting 2 random days each week.
This score rates how continuous your schedule is for Clients looking to book longer jobs.
Example 1: If you are bookable at 8:00am, then not bookable at 9:30am, then back to bookable 11:00am, you are not bookable to the Client looking to book a job longer than 1 hour.
This score rates the times of the day and the days of the week that you have selected.
Example 1: 11am on Monday is more valuable to Clients looking to book regularly than 9pm on Sunday. See the below map for a visual of the best days/times:
Job Streaks are a good way to know how you are doing recently at showing up with your Clients. They are basically a measure of how many consecutive jobs you have cleaned without cancelling on the Client within 24 hours. Client cancellations, or failing to access the home, do not count against your streak count.
Want to know the top streak? As of 2020, the top streak was over 500 jobs in a row. Quite an accomplishment! But you can be great without a top score close to that.
Generally speaking, the better you do at keeping your Clients, the more new Clients want to book with you. Keeping your existing Clients is much more important to getting new Clients than getting reviews, however getting reviews can help, particularly early on. So we recommend asking your existing clients for reviews, and sending them the link to your website to request a review.
Your Positive Feedback section is what shows recent feedback from Clients where they marked "Loved It" on your jobs in the last 90 days.
So if they really love you and you have only recurring Clients, there may be nothing recent showing here, because they just love you but don't give it a thumbs up as often :)
Constructive feedback is something Clients can provide if they are not happy with a job. It comes in two parts that you can see:
- Unstructured Feedback: This means it is a sentence the Customer writes themselves, that is specifically noted that it will go to you and will (hopefully) help you improve.
- Structured Feedback: Clients can check off categories that they feel best describe the issues with your job. Then, you see the top 5 of these categories. Note: These are submitted anonymously, and only appear when there are 2 or more examples of each category.
With TIDY, you can control the reviews your Clients see on your website. See Website Reviews for more details.